Incident & Problem Analyst - SMBC1JP00001775
Job Title: Incident & Problem Analyst
Duration: 6 months (with possibility for extension)
Location: London / Hybrid (3 days on-site)
Rate: £419 PWD Via Umbrella
We are looking for a highly organised and analytical Incident & Problem Analyst to support the effective management of IT incidents and problems across the organisation's technology environment. In this role, you will help ensure that incidents, including major incidents, are resolved promptly to minimize business disruption, while underlying problems are accurately identified, analysed, and addressed to prevent recurrence. You will contribute to incident and problem management processes, ensuring adherence to governance standards and compliance with regulatory and operational resilience frameworks, including DORA. You will also play a key role in continuous improvement initiatives, helping to strengthen operational resilience and safeguard critical business services by applying best practices and supporting governance activities across the technology estate.
Key Responsibilities
Monitor and manage incidents across EMEA to ensure timely resolution and minimal disruption. Coordinate with regional IT teams and global support functions to escalate and resolve high-priority and major incidents. Lead or participate in incident bridges, maintaining clear communication with stakeholders across multiple time zones. Ensure accurate incident logging, categorisation, and documentation in ITSM tools (e.g., ServiceNow). Conduct structured root cause analysis (RCA) for recurring or high-impact incidents. Log and track problems through to resolution and closure to reduce recurrence and improve service stability. Maintain and govern the Known Error Database (KEDB) to ensure knowledge sharing across teams. Collaborate with engineering, infrastructure, and application teams to implement preventive measures. Ensure incident and problem management processes comply with internal controls and regulatory standards (SOX, GDPR, PRA/FCA). Support audits by providing evidence of governance and process adherence. Enforce consistent process adherence across EMEA to maintain standardisation and operational integrity. Produce regular reports and dashboards on incident trends, problem resolution progress, and service performance. Identify opportunities to improve processes, tools, and automation to reduce operational risk. Participate in service reviews and post-incident/post-problem retrospectives to capture lessons learned and drive operational excellence.
Key Skills & Requirements
Extensive IT Service Management experience, with a focus on Incident and Problem Management, preferably in the banking or financial services sector. Proven track record in managing major incidents and driving RCA in complex, global environments. Hands-on experience with ITSM tools such as ServiceNow or BMC Remedy. Familiarity with operational resilience frameworks and DORA compliance. Experience in regulated industries with exposure to SOX, GDPR, PRA/FCA compliance. Strong understanding of IT infrastructure, applications, and service delivery models. Knowledge of RCA methodologies (5 Whys, Kepner-Tregoe) and reporting dashboards. Excellent stakeholder management, communication, and coordination skills across global teams. Analytical mindset for identifying trends and driving process improvements. Candidates must demonstrate the above experience in their CV to be considered.
If you have the skills and experience and want to hear more, apply now to express your interest in this opportunity. Our dedicated team will review your application carefully and respond to all successful applicants as soon as possible. Pontoon is an inclusive employment consultancy, committed to showcasing talent and supporting candidates from all backgrounds, experiences, and identities. Please note: Background screening checks will be conducted for all hires. Generative AI tools may be used to support candidate screening, but all final decisions are made by our hiring team.